topic Re: Support for total fibre installation in Full Fibre

Support for total fibre installation

Susan5050 — Sat, 02 Sep 2023 21:07:02 GMT

I recently switched over to full fibre and the installation process was an absolute nightmare. One reason being that I didn't realise the BT engineer only brings the fibre line into your home and knows nothing about setting everything up. I found myself with nothing working including my landline which I need as a necessity. An additional problem was that I was sent out a router that didn't have enough ports I had to pay a company to come out on an emergency basis to get me connected. I did complain and my complaint has been dealt with (not smoothly).

Anyway even after all that I am considering upgrading to I think it's called total home fibre. Obviously though I wouldn't want the same scenario I've just went through. I'm not technically minded enough to set everything up myself and I am on your vulnerable list so it would be impossible for me to try and do it with phone support from yourselves as my health would cause me difficulties.

I could be wrong but I was told that other providers offer a full installation service where someone comes out to look at where your second router can go and when it's ordered an engineer visits and makes sure everything is set up and working. Unless I can have that I can't upgrade as I can't tackle any of it myself. Is something like this not provided if you choose to pay for it?

Re: Support for total fibre installation

Gliwmaeden2 — Sat, 02 Sep 2023 22:11:15 GMT

@Susan5050, there could have been a visit arranged to get you set up and the system tested, not just the initial infrastructure visit from Openreach.

Described here:

https://community.talktalk.co.uk/t5/Articles/How-Full-Fibre-is-installed/ta-p/2555166

They should have made you aware that this was available.

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

You can also find lots of support articles using the community forum search engine.

For example:

https://community.talktalk.co.uk/t5/Articles/Using-two-routers-with-Full-Fibre/ta-p/2730737

Re: Support for total fibre installation

Susan5050 — Sat, 02 Sep 2023 23:02:26 GMT

Hi Gilwmaeden2

Thank you so much for these links and information. I will have a look at it and use when I ask about upgrading. I was surprised at what happened and obviously should have came on here first before changing over.

Re: Support for total fibre installation

Anonymous — Mon, 04 Sep 2023 05:25:28 GMT

Morning,

Please let us know if you need any assistance.

Thanks

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 09:05:01 GMT

I'm sending a reply but not certain if I'm doing it correctly. I prefer not to post all details on a public forum but yes I still need help.

Thanks

Re: Support for total fibre installation

Anonymous — Mon, 04 Sep 2023 09:12:33 GMT

Hello,

Can I just confirm, is your broadband and voice service currently working at the moment please?

Thanks

Re: Support for total fibre installation

Gliwmaeden2 — Mon, 04 Sep 2023 09:22:32 GMT

@Susan5050 you can't reply to a notification email - it's a no-reply address.

Post responses on the thread unless staff ask you to use PM.

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 09:29:51 GMT

Thank you once again.

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 09:30:32 GMT

Can I please reply by private message ?

Thanks

Re: Support for total fibre installation

Anonymous — Mon, 04 Sep 2023 10:40:29 GMT

Hi,

Apologies for the confusion, did you wish to discuss an upgrade or a fault with your service?

Thanks

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 11:44:29 GMT

Is there no way of discussing my needs with you other than on here? I am registered as one of your vulnerable customers and I don't feel comfortable discussing everything on a public platform but unfortunately cannot get the support I require on the phone lines or live chat.

Thanks

Re: Support for total fibre installation

Debbie-TalkTalk — Mon, 04 Sep 2023 11:58:09 GMT

Hi Susan5050

Please can you send me a Private Message?

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 17:03:15 GMT

The last communication I have had was over 5hrs ago with Debbie. Perhaps she finished for the day but couldn't tell me?

Re: Support for total fibre installation

Gliwmaeden2 — Mon, 04 Sep 2023 18:58:00 GMT

Did you send her a PM, @Susan5050?

Some staff start the day c 6am, so they are not going to be on here in the late afternoon.

Re: Support for total fibre installation

Susan5050 — Mon, 04 Sep 2023 19:37:08 GMT

Thank you for making me aware that's how it works.

Re: Support for total fibre installation

Debbie-TalkTalk — Tue, 05 Sep 2023 07:32:57 GMT

Hi Susan5050

Apologies for the delay. We are experiencing issues with notifications when we receive a message.

Thanks for confirming your details. I've requested that a HUB2 router is sent. Please allow 48-72hrs for this to arrive.

Once you have received the router then please can you post back here to let me know, I can then arrange a TalkTalk engineer visit to take a look at the set up.

Thanks again.

Debbie

Re: Support for total fibre installation

Susan5050 — Tue, 05 Sep 2023 07:44:03 GMT

Hi Debbie

Thank you very much for doing this for me.

My apologies for panicking about the delay and I appreciate you have worked on this as fast as possible.

Thanks

Re: Support for total fibre installation

Debbie-TalkTalk — Tue, 05 Sep 2023 07:49:21 GMT

Hi Susan5050

It's no problem and apologies again for the delay.

I will check in again with in a couple of days (or if you post back here first once the router has arrived)

Thanks again 🙂

Re: Support for total fibre installation

Debbie-TalkTalk — Fri, 08 Sep 2023 07:53:53 GMT

Hi Susan5050

How are you getting on?

Re: Support for total fibre installation

Susan5050 — Fri, 08 Sep 2023 08:27:55 GMT

Hi Debbie

Thanks for contacting me. I'm waiting on the router arriving and will let you know when it's here. There may be some notes on my account from yesterday when I had a conversation with the technical department about something else but they were very confused so the notes they made won't be accurate. I will post on here and keep in touch with you to handle things for me once the router arrives.

Thank you